I recently had what I would call a great omni-channel customer experience. We often talk about CX in terms of positive experiences, but the truth is, when things go wrong, this is precisely the moment companies have an opportunity to shine.

My case involved a bed frame which I bought from a large online furniture retailer. The checkout, payment and shipping process was all smooth and quick, which is expected these days.

In September 2019, leading global Voice of the Customer technology provider Usabilla will hold its Global Exchange event, one of the largest CX events held in Amsterdam. The theme of this year’s event is ‘Finding your way through the Feedback Economy’. To find out more about the Feedback Economy and how Usabilla helps companies navigate it, Fifth Quadrant spoke with Usabilla’s Customer Success Team Lead Asia-Pacific, Robin Meijer.

Charlie Brooker’s hit show Black Mirror tells mostly dystopian stories of how technology can run amuck and seriously mess up our lives.

However, not every episode is necessarily negative. For instance, a happy ending of sorts was possible in the recent choose-your-own-adventure style episode Bandersnatch and back in Season 3, an episode called San Junipero explored the use of Virtual Reality (VR) in elderly and palliative care.

Netflix knows what I want.

It is becoming harder to imagine a time when people actually had to watch whatever was scheduled for them. Thanks to the internet, TV – like many other things - has become a personalised experience. The catch? Well, as is the case with every instance of personalisation, it is all about The Trade: I give you my data, you give me an experience tailored to me.

Dell Boomi is an integration platform as a service (iPaaS) company that helps organisations unite everything in their digital ecosystems to create better business outcomes faster.

Boomi, which was acquired by Dell in 2010, operates as an independent business unit of Dell, and provides an intelligent, flexible, scalable platform that harnesses the power of the cloud to accelerate business results.

Mastering the art of leaving customers with a personalised experience  is no longer merely a matter for the marketing department. It’s become a source of competitive advantage and a critical success factor for companies in Australia and abroad.

Rapid technology innovation has brought about a situation where digital disruption is the new normal. Once safe, stable, and secure traditional industries are beginning to fully acknowledge the scale, speed, breadth and depth of the impact of digital transformation.

As a result, internal silos are disintegrating as companies become flatter, more collaborative organisations. Tried and tested business models, responsible for decades of corporate growth, are now being reclassified as outdated, while cumbersome “set and forget” infrastructure gives way to new software-based technologies.

With all the talk of robots taking over, it is comforting to see more research that shows that the human touch is as important as ever.

While companies are rightly piling into technology such as AI, machine learning, and virtual assistants to improve efficiency and CX, a recent report has found that the human element cannot be ignored.

Artificial Intelligence is without a doubt one of the hottest topics in the world of customer experience right now. But with hype comes a considerable amount of fear, as organisations are becoming increasingly worried about getting left behind or failing to properly commence their AI journey.

I ain't lookin' for praise or pity
I ain't comin' 'round searchin' for a crutch
I just want someone to talk to
And a little of that human touch

-Bruce Springsteen

There are clear points in the customer journey or “moments of truth” in which human interactions are strongly preferred to a chatbot, according to new research carried out by Fifth Quadrant in partnership with LogMeIn. The study concludes that a customer journey in which a human/robot blended approach is effectively employed will deliver superior customer experience (CX).